Incident Management Guidelines
The repatriation of a deceased's remains can be challenging under the best of circumstances. Where resources are limited and infrastructures poor, repatriations can consume considerable time and resources. Regardless of the effort required, it is vitally important for repatriations to be conducted effectively and quickly, both to meet the morale obligations of the company and to protect the family's interests. Errors in a repatriation can cause unnecessary emotional distress, void a family's insurance policy, and undermine the reputation of a company, as well as increase its liability.
In the event of a repatriation incident occurring, the following points should be addressed:
- Stand up the Incident Management and Crisis Response Teams using the SAD CHALETS system.
- Possession considerations:
- Collection of personal effects is carried out by appropriate manager.
- A signed inventory of personal effects is taken by appropriate manager.
- Ensure that all nonappropriate information is identified within the possessions.
- All personal effects (e.g., rings, etc.) should travel with deceased in the casket.
- All nonpersonal effects should be sealed in a box and sent with the casket, if possible (with escort).
- Copies of all documents kept with Administrative Manager with copies sent to the corporate office.
- Religious considerations:
- Confirm religion and any religious requirements during immediate time after death.
- Request a chaplain to offer blessings soon after death (at appropriate location).
- Conduct a ceremony at all locations to mark his/her passing; request priest if necessary.
- Confirm requirements with tribal elders or other appropriate persons.
- Have order of service, plus photos taken/sent to family.
- Communication considerations:
- Shut down all phones and Internet services to prevent family being informed through inappropriate source(s).
- No one should speak to the media, as this should be handled by the company Media Department or spokesperson.
- An “all hands” should be conducted as soon as possible to allow people to know what is occurring, and so as to avoid rumors.
- The IRT management should confirm with the CRT who is speaking to the relevant homeland office so that communications are passed effectively to the family.
- Travel and escort considerations:
- The deceased should be escorted to the family to ensure that all problems are solved en route.
- Clearance and passport/Department of Defense details must be given to relevant military personnel for military flights.
- A travel plan should be written and distributed to minimize errors and ensure that coordination is achieved.
- The following information will be required by the contracted funeral provider for onward flight bookings: deceased's name, passport number, nationality, and passport issue location.
- Clothing considerations: On completion of the autopsy and embalming process, suitable attire should be placed on the deceased. This should be taken with the escort and should reflect cultural requirements.
- Pay considerations:
- Remaining wages should be paid immediately to the family.
- Bank account details should be confirmed by the corporate office to ensure that the deceased's bank account has not been frozen and the next of kin can receive the outstanding wages immediately.
- Insurance considerations:
- The Corporate CRT is to confirm whether an autopsy is required. If one is required, the deceased should not be embalmed until the autopsy is complete. Local, regional, or national autopsy facilities should be identified. International facilities may be required, en route to the deceased's family location, to conduct any autopsy. This may be through military, embassy, or commercial providers.
- The Corporate CRT is to confirm with the insurance broker the specific requirements to be included in any report.
- Clear guidelines should be issued by the Corporate CRT to meet insurance requirements in order to guide the doctors on the language to be used and specific clauses to be included.
- Clear guidelines should be issued by the Corporate CRT on the wording requirements of any serious incident and postincident reports that may be used as part of the insurance claim documentation.
- Documentation considerations:
- The family will be required to provide a letter of authority for the conduct of an autopsy.
- Marriage license and other proof of relationship will be required for insurance purposes.
- The contracted funeral provider assisting with the movement of the deceased must have all necessary documentation e‐mailed in advance. In addition, it must have specific information on the family's contracted funeral provider in order to secure an air waybill permitting onward travel.
- All hard copies should be sent with the deceased. Electronic copies of information will be required by the international funeral contractor and the Corporate CRT.
- Medical considerations:
- The family must be informed that the deceased may require an autopsy and must be embalmed in order to permit travel on civilian airlines.
- Medical documentation must be secured from the relevant military or other appropriate persons, and sent as per all other documentation requirements.
- Repatriation requirements (travel): Flight details from the country of incident to the external airport should be recorded and distributed. The following flight details will be required to coordinate movement and funeral services: military or commercial aircraft number, departure point, departure date, departure time, and arrival point.
- Repatriation requirements (in country administration):
- Administrative Manager is to provide all necessary documentation to the military or appropriate civil authorities. Copies of all paperwork are to be held on electronic media for shipment and referral.
- All documentation that will travel with deceased will be copied (front and rear page of passport, etc.) where appropriate.
- A final compilation is to be forwarded to the Security Manager and Corporate CRT for reference and storage.
- Copies will also be required for the contracted international funeral service provider. This will be sent in advance of the deceased leaving the point of departure. This will allow administrative requirements to be conducted efficiently and hasten any governmental and shipping requirements.
- All hard copies of documentation will be carried by hand by an escort and delivered to the international funeral contractor, which will provide its own escort to take the deceased to the family.
- An electronic inventory of the deceased's possessions is to be retained by the local IRT Manager.
- A hard copy inventory of the deceased's possessions is to be placed with the deceased.
- A hard copy inventory of the deceased's possessions is to be carried by the escort.
- The name, address, and contract details of the next of kin and the company are to be placed on the casket.
- Repatriation requirements (escort duties):
- Contact international funeral provider upon arrival at next stop.
- Assist with the release of deceased from relevant military or appropriate commercial authority care into the custody of the international funeral contractor.
- Provide the international funeral contractor with all hard copy documentation.
- Ensure that all necessary documents are processed properly.
- Arrange for the bulk personal possession items of the deceased to be moved with escort onto the final flight.
- Ensure that any excess luggage charges are paid for by the international funeral contractor and billed to the company.
- Inform local IRT or Country CRT manager of all timings and key activities, so that they can relay the information on to the deceased's family.
- Confirm flight times for the onward move to deceased's home location with IRT or Country CRT manager, so that they can inform the relevant people.
- Confirm that the air waybill is prepared by the international funeral contractor and that the deceased's funeral home details have been confirmed and the funeral home is ready to collect the deceased.
- The Consignee's address and name details are to be placed on the coffin.
- Deceased documentation required: passport, Department of Defense card, copy of contract, death certificate, statement of record of recognition of deceased, chronological records of medical care, initial casualty report, funeral director authority for release, and inventory of possessions; all hard copies must travel with the deceased.
Group | Yes/No | Group | Yes/No |
|---|---|---|---|
• Medical organization | • Organic QRF | ||
• Military interface | • Crisis response team | ||
• Embassy or consulate | • Security provider (vendor) | ||
• Police, fire, or ambulance | • Other groups | ||
